L1 Customer Support Representative (10pm. - 6am.) (offline)

Schedule (Kyiv Time):
Saturday-Sunday - 22 pm - 6 am (GMT+2) 
Monday, Thursday, Friday - 22 pm - 6 am (GMT+2) 
Tuesday, Wednesday - days-off


Requirements:
- Excellent written and verbal communication skills in English
- Good understanding of Information Systems at the user and corporate level
- Minimum 1-year experience in a Helpdesk or Support Role
- Good problem-solving skills
- Good client-facing skills


Will be a plus:
- Salesforce ServiceCloud, Helpshift knowledge is an advantage
- Experience in B2C product support
- Familiarity with tolling industry or mobile app support
- Additional language proficiency in Spanish a major plus


Responsibilities:
- Provide daily support via chat and email to users of mobile app technology including answering questions, helping customers understand the service, analyzing problems, and quickly forming solutions to customer satisfaction.
- Perform back office tasks such as processing transaction disputes, rejected transactions, responding to social media, app store reviews and customer feedback.
- Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of management.
- Contribute to the improvement of documentation, such as Standard Operating Procedures and training manuals and troubleshooting procedures.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Maintaining a positive, empathetic and professional attitude toward customers at all times.


We can offer:
- Competitive salary
- The ability to focus on your work: a lack of bureaucracy and micromanagement
- Ability to work remotely
- Paid vacation (24 working days) and sick leaves
- VIP Medical insurance
- English speaking club with native speaker

About Mighty Digital

Unlike many agencies, we have started as a product company focused on identifying growth opportunities within the data. As it turned out, customers were at least as equally interested in our growth expertise. Following the customer, we have turned into Mighty Digital, a growth-focused agency that helps enterprise clients unleash the power of data and propel the rise of their digital product. No need to say we back our clients with the best engineering, design, and product management talent. Our primary differentiator is the focus on growth and tremendous experience integrating data and insights into decision making and collaboration.

Company website:
https://mighty.digital/